Senior Team Lead - Customer Care

About the role

Lead and develop CX teams to achieve operational KPIs, maintain service quality, manage escalations, and ensure compliance with company policies. The position involves coaching Team Leaders, overseeing performance, driving continuous improvement, and collaborating across multiple functions to enhance the overall customer experience.

Key responsibilities

• Lead Team Leaders and frontline CX teams, monitoring KPIs, staffing, productivity, and service levels.
• Manage escalations, performance gaps, and corrective actions while ensuring compliance with SOPs and company policies.
• Coach and develop Team Leaders, support succession planning, and drive customer experience, quality, and continuous improvement initiatives.
• Identify operational risks, prepare regular performance and operational reports, and ensure adherence to SOPs.
• Collaborate with Workforce Management, Quality, Training, Product, and Technology teams to align resources and processes.

Required profile

• Bachelor’s degree or equivalent experience.
• 2–3 years of leadership experience, preferably managing Team Leaders or Supervisors.
• Strong experience in performance management, coaching, escalations, and reporting.
• Ability to manage operational risks and ensure compliance with SOPs and company policies.
• Excellent communication and leadership skills to influence cross‑functional teams.